Klarna's AI System

Klarna, a fintech company, developed its own in-house AI system based on OpenAI's ChatGPT, which allowed it to drop its contract for Salesforce CRM. This move led to the replacement of 700 full-time contract employees and a savings of approximately $40 million annually.

However, Salesforce founder and CEO Marc Benioff expressed skepticism about how Klarna is managing its customer data and meeting its compliance needs. Siemiatkowski clarified that Klarna's project involved consolidating data from various SaaS systems, including Salesforce, onto its own internally developed tech stack.

Klarna is using Swedish company Neo4j and its graph database as part of its tech stack. Siemiatkowski emphasized that Klarna did not replace SaaS with a large language model (LLM) and that storing CRM data in an LLM would have its limitations.

Build vs Buy Debate

The decision to build or buy software is an ongoing debate in the enterprise software industry. Siemiatkowski believes that most companies will not opt to build their own next-generation AI-centric software, but instead, will see fewer SaaS companies consolidate the market and offer their services to others.